Why Should Your Business Implement Chatbots in Customer Service Operations?

April 27, 2017 5:15 am

The chatbot technology has simply taken the business world by storm. It has simply brought a revolution in businesses especially from the digital marketing and customer support point of view.

If you haven’t got into the trend, it’s high time you get into it ASAP. Here are a few reasons for which your business should implement chatbots to automate customer support operations.

The rise of messenger apps over social media

In the last few years, we have noticed an incredible trend indeed which is the extraordinary rise of the messenger apps. Latest data indicates the fact that people currently use messaging apps more than their respective social media platforms.

This is where chatbots come in. Through the use of chatbots, you can actually interact with your customers on the very platform they are. You can answer their queries, market your products, gain leads and do many other things on the messaging apps itself.

Thus, you can very well see that through the implementation of chatbots you are actually going to your customers instead of urging them to come to you. This is hugely beneficial from the digital marketing point of view; there’s no doubt about it.

Chatbots look more like humans than bots

Let’s be honest. Bots are definitely not a new thing in this techno-freaky world. They are there for quite some time. Then what makes chatbots unique? What makes them so special? It’s the presence of a human touch in their interactions which makes them so special from the user’s point of view.

Nobody loves to talk to a machine. The humane nature of a conversation is always craved for by your audience in general. Chatbots give you the opportunity to do that. In most cases, your audience might not even realize that they are actually interacting with a bot instead of a human being. Efficiency you wanted; efficiency you’ll get.

Chatbots don’t speak the computer language

To be honest, anything that deals specifically in machine language (such as log on, sign in, sign out and so on) doesn’t exactly appeal a lot to us humans. Remember, the key to making something appealing to humans is to make it look as human as possible. Chabots give you the opportunity to do that.

Chatbots don’t exactly deal in computer language. They speak the language in which we communicate with one another. Thus, people may easily get the vibes that they are interacting with one of their very own. This makes the whole conversation more enjoyable and more gratifying.

24×7 customer service

Bots, being bots don’t tire like us humans do. Naturally, the efficiency of your customer service increases by leaps and bounds through the implementation chatbots. You’ll be available 24 hours a day to answer your customer queries even if you don’t have the human resources to do that.

Do note that chatbots, being pre-programmed bots might not answer complex issues if your users have any. So it’s always advisable to implement chatbots as your first line of customer support. Keep your human support agents reserved for the more complex issues. That’s going to cure a lot of headache.

Chatbots are inexpensive

It almost goes without saying that chatbots are exceptionally inexpensive to build especially when compared to the costs involved in the employment of a live human agent.

The technology is also quite easy to comprehend and once you get the hang of it, you can build a simple chatbot in no time. Plenty of tutorials are available on the internet. You can refer to them as per your convenience.

A tip for you (if you’re interested enough):

Some of the best and popular platforms for chatbot development are:

ChattyPeople

Meokay

ChatScript

Botsify

AI

Beep Boop

CHatfuel

Facebook Messenger

Most of these chatbot development platforms (barring Beep Boop and ChatScript) require little to almost no prior developing experience to start off with. All necessary FAQs and instructions should be provided on the respective pages itself.

Lastly, I would like to repeat the same thing that I had said before. If you haven’t adopted this trend yet, adopt this trend ASAP after a little bit of web research. Trust me, it definitely has all the potentials in the world to benefit you in the long run.

Sankar Dey is author at LeraBlog. The author's views are entirely his/her own and may not reflect the views and opinions of LeraBlog staff. Sankar Dey writes technical content periodically for softz solutions and backs it up with extensive research and relevant examples. He's got a BSc in IT and has 12 years of working in an environment of digital marketing.